Social Media Is No Longer A Marketing Channel, It's A Customer Experience Channel

As we move into 2016, the business world is finally beginning to realize what the “social” in social media means—and can do—for every organization. In my Forbes 2016 marketing predictions piece, I talk about how brands will increasingly recognize that social media is no longer an isolated marketing channel used primarily to sell their product or service. What once served primarily as a platform to increase sales is now a meeting space, and has become part of the brand experience itself.